Analysis

Editorial: Open systems to get happy customers?

Keeping the customer happy was a theme of last week’s newsletter – as it is many weeks. But how do retailers best do that? In one of a number of opinion articles from industry experts that we have brought you this week MetaPack’s Duncan Licence asks whether keeping the customer happy means opening up systems.

It’s something that many retailers and businesses are starting to do and it’s likely the industry will have to move further down this path if they are to truly be effective at managing the delivery and logistics side of their business. What are you doing in this area? Is it something that you embrace?

When it comes to getting products to customers quickly many retailers are getting around such problems by using drop shipping as a tactic to ensure a better delivery for their customers. Once the preserve of the catalogue market its popularity is booming, according to CommerceHub’s Richard Jones in a second opinion piece this week.

Offering another collection and delivery service in its own efforts the satisfy the customer is Marks and Spencer which has partnered with Dropit in two of its London stores, giving customers the chance to consolidate their shopping trip in the area into one delivery. The new partnership started last week as Dropit looks to further consolidate its presence in the capital.

In the world of warehouse automation Dematic Northern Europe has opened a new head office this week. The new facility includes a training academy as well as a showroom for the company’s latest in warehouse automation technology.

Meanwhile reaffirming the huge marketing opportunity offered by returns to better engage and please the customer is a piece from KPS’ Frank Lochbaum who says that retailers must do more to embrace their potential. What’s your view? Do let us know by commenting on this article or getting in touch via any of our social channels.

Till next week!